Solved Call waiting

[Harrisonm]

Hi , we seems to have issues on the queue.

What happens when you have 9 calls waiting on the queue but zero agents are busy.
This is happening for the second time today - what can be the issue

 

[Trestill]

Are you asking what will happened if there is no available agents in queue or why is the reason for calls not being transferred to agents?
Agents are in wrap-up time? Or they changed status / logged out of queue.

 

[Harrisonm]

the agents are available,agents are not logged out ,agent are not busy,agents are not wrap-up time but still calls are not ringing on agents.

wallboard looks like this for example :
6 waiting
0 agents busy

 

[Saqqara]

What version of 3CX ? i.e. 15.5 SP6 or V16

Is the 3cx hosted or local to the phones.

How are the phones provisioned - stun, local or SBC

Can you call the extension, when queue calls are not being answered by the phones.

Check the activity log, may give you some ideas on what is happening.

 

[Harrisonm]

extensions are stun provisioned- i can call the extensions when queue calls are not being answered by the phones. on the event logs I see lot of lost calls -e,g Lost Call in Queue Marketing from Caller ID 'xxxxxxxxxx' Queue: xxxx [Marketing] caller: xxxxxxxxxx. how can i check why calls are getting lost. is the event log same activity log? how can analyse these event logs

 

[AWS2P]

did you check if extensions Queues status is loggedin for all agents?

 

[Harrisonm]

yes extensions are logged in to the queues

 

[JohnS_3CX]

Just something to note: In case you have added an intro prompt, and have the option "Play full intro prompt before calling agents", the agents wont ring until the message is complete.

There will be a number of callers appearing as waiting in the queue (listening to the intro).

If the intro prompt is longer than the ring time, the call will reach destination if no answer.

 

[Harrisonm]

Thanks a lot John, that helped a lot

 

[JohnS_3CX]

Glad to be of help